It is baffling to me that an agent doesn't have the option to reject a callback. We have scenarios where agents are not prepared to speak with a caller but once the callback notification is presented to the user they have no option to reject it and send to another agent.

The callback notification window also requires design improvements with better audible alerts PLUS the ability for the agent to reject the callback

Thank You

I would like to add to this. The option to choose to take the call back. Currently the agent is on a live call automatically. The notification is not clear to the agent that they are connected to a customer they just hear the customer start speaking.

Agreed! Callback should follow the same rule as inbound calls in regards to auto-answer. Example: If Auto-Answer is disabled for inbound calls, then the agent should not be Auto-Dialing customers through callback function. The agent should be presented with option to accept or reject callback, same as they would be presented with option to accept or reject an inbound call.